Our Purpose:

Mastercard powers economies and empowers people in 200+ countries and territories worldwide.

Together with our customers, we're helping build a sustainable economy where everyone can prosper.

We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible.

Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Role : Senior Customer Technical Services Analyst.

Overview:

- Provides service support for businesses (B2B) that have product and service agreements with Mastercard.

- Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products.

- Builds long-term customer relationships and ensures timely response and resolution of issues.

- You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms.

- Enhances customer experience by providing high level technical customer service and support according to established policies and procedures.

- Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquires; provides alternate solutions as needed.

- Contributes to testing efforts to identify opportunities for improvements with the voice of the customer in mind.

- Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies.

- Assumes responsibility for large to mid-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercard's products/services within a particular discipline.

- Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge.

- Gains exposure to Mastercard products/services within a particular discipline or product line.

- Provide guidance & training to less experienced team members.

- Deliver against established Key Performance Indicators.

Experiences:

- Experience leading investigation and resolution efforts to address technically advanced customer product/service issues or inquiries.

- Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront.

- Proven ability to interface directly with customers on most challenging/complex issues.

- Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required.

- Knowledge of Banking & Payment industry products and services.

- Proven ability and excellent track record in meeting and exceeding customer specific SLAs coupled with solid problem-solving skills.

- Demonstrated experience in CRM and Microsoft Office applications.

- Flexibility to work in shifts & provide on call support on weekends.